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yahoo.htm
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..Customer Service - 8 Rules For Good Customer Service -
Good ...
Good customer service is the lifeblood of any business. You can
bring in as many new customers as you want, but unless you can
get some of those customers ...
5 Secrets of Good Customer Service - The Ten Commandments of
Great ...
Customer service
Customer service is the provision of service to customers
before, during and after a purchase.
According to Jamier L. Scott. (2002),[1] “Customer service
is a series of activities designed to enhance the level of
customer satisfaction – that is, the feeling that a product
or service has met the customer expectation."
Its importance varies by product, industry and customer;
defective or broken merchandise can be exchanged, often only
with a receipt and within a specified time frame. Retail
stores will often have a desk or counter devoted to dealing
with returns, exchanges and complaints, or will perform
related functions at the point of sale. |
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Customer service may be provided by a person (e.g., sales
and service representative), or by automated means called
self-service. Examples of self service are Internet sites.
However, in the Internet era, a challenge has been to
maintain and/or enhance the personal experience while making
use of the efficiencies of online commerce. Writing in Fast
Company, entrepreneur and customer systems innovator Micah
Solomon has made the point that "Online customers are
literally invisible to you (and you to them), so it's easy
to shortchange them emotionally. But this lack of visual and
tactile presence makes it even more crucial to create a
sense of personal, human-to-human connection in the online
arena |
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